Description

Lead functional design and implementation of Genesys CX solutions for call center environments.

You will own the release pipeline

Responsibilities

• Guide client implementation of Genesys features including IVR, skill-based routing, callback, queuing, and agent desktop integration.
• Design and optimize IVR flows and queue management strategies using intent analyzers and data trends.
• Build omnichannel experiences by integrating multiple digital channels with telephony and enterprise data systems.
• Create future-ready solutions that leverage the latest Genesys capabilities for practical value.
• Collaborate with cross-functional teams to develop optimal architectural solutions and knowledge management features.

Required Skills

• 5+ years of experience as a Genesys Functional SME or Architect.
• Deep expertise in Genesys CX functionality, specifically IVR, skill-based routing, and queue management.
• Proven ability to integrate agent desktops and optimize call center workflows.
• Strong analytical skills with experience using intent analyzers to identify trends and develop solutions.
• Knowledge of telephony, enterprise integration, and data integration patterns.
• Experience designing self-service features and knowledge management systems.
• Familiarity with architectural diagrams, UML, and software engineering principles.

Preferred Skills

• Experience with Docker and microservices architectures.
• Ability to design scalable, integrated omnichannel contact center solutions.

Key Skills

Education

Any Gradute